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Cosmos Careere

Contact Centre Manager

Reporting directly to the Head of Contact Centre, you will be a champion of the customer. Driving excellence within the Contact Centre, optimising utilisation, conversion and quality across all brands and channels. Ensuring that all internal departments are aligned to the strategic customer objectives as set by the company. Please find below the main responsibilities.

  • Motivate and encourage agents to be the best in class
  • Keep the centre updated with offers, promotions and changes
  • Be point of escalation for any complex calls or complaints. Be the customer champion
  • Act as main point of contact for any HR related issues
  • Coach and develop agents, identify areas where support and training is needed
  • On board new starters and coordinate any training needs, supporting a omnichannel centre
  • Act as an ambassador for the department and manage relationships with internal customers/teams
  • Maintain and update team training material
  • Act on and deliver feedback from call listening
  • Conduct regular 121 sessions, documented and in support of PDR process
  • Manage and document any conduct/capability issues, in line with Cosmos policies and procedures
  • Answer customer enquiries pre and post-sale as and when required
  • Keep up to date on any industry/regulatory changes and update agents accordingly
  • Provide feedback for best practice, FAQ’s, product and marketing
  • Suggest ways to enhance agent engagement and create a positive and fun workplace
  • Ensure the Centre is adequately resourced using workload forecasting
  • Produce monthly rotas based on forecast volumes
  • Manage the recruitment process and actively seeking future team members
  • Produce MI for the wider business as required
  • Attend department critical meetings and update minutes/actions
  • Maintain Centre technology, manage agent skill sets and plan for seasonal trends
  • Set Centre targets and administer incentive budget in line with agreed KPI’s
  • Report on team performance against agreed KPI’s and report underperformance
  • Conduct monthly centre review and present to HOD and Director

If you would like to apply for this role please send your CV and a covering letter including your salary expectations to recruitment@cosmos.co.uk